高校问答韩嘟嘟韩剧网:谁能翻译奖励40分
来源：百度文库 编辑：高校问答 时间：2024/04/29 15:31:02
Responsibilities:
• Monitor customer interactions of MICROSOFT vendor agents daily equaling 500 sessions per month. Provide detailed feedback to agents regarding areas of strength and opportunities for improvement within customer care, process, and technical knowledge and routing as applicable to their product and customer focus.
• Facilitate cross-team coaching collaboration sessions with MICROSOFT PRC outsourcing vendor teams resulting in consistency and accuracy within coaching provided by MICROSOFT vendor managers.
• Provide monthly reporting to Service Delivery Manager regarding the observations from quality monitoring and recommendations for continuous improvement.
• Support the Service Delivery Manager team to validate trends and identify root cause of customer and client feedback regarding incident handling.
• Ensure continuous improvement of quality in regards to new agents by partnering with the MICROSOFT Training Specialist training content as appropriate to execution through incident handling.
• Support the MICROSOFT service delivery team by providing feedback regarding observations through quality monitoring of agents.
• Remain current regarding MICROSOFT process by participating in all service delivery training.
Qualifications:
• Bachelor's degree preferred with 1 - 3 years related experience.
• Six sigma knowledge is highly preferred.
• Technical experience is preferred, demonstrated by knowledge of microcomputers, and a basic knowledge of Microsoft applications, languages, .NET servers and/or operating systems.
• Intermediate written and verbal communication skills required, demonstrated through performance management, presentation, project documentation, and coaching experience. In addition, ability to deliver critical and difficult messages to management is required.
• Strong focus toward customer service and accuracy required.
• Ability to manage aggressive goals and organizational projects is recommended, demonstrated through previous experience.
• Willingness to travel 1-2 times per year if necessary.
• Cantonese capability is preferred.
• Monitor customer interactions of MICROSOFT vendor agents daily equaling 500 sessions per month. Provide detailed feedback to agents regarding areas of strength and opportunities for improvement within customer care, process, and technical knowledge and routing as applicable to their product and customer focus.
• Facilitate cross-team coaching collaboration sessions with MICROSOFT PRC outsourcing vendor teams resulting in consistency and accuracy within coaching provided by MICROSOFT vendor managers.
• Provide monthly reporting to Service Delivery Manager regarding the observations from quality monitoring and recommendations for continuous improvement.
• Support the Service Delivery Manager team to validate trends and identify root cause of customer and client feedback regarding incident handling.
• Ensure continuous improvement of quality in regards to new agents by partnering with the MICROSOFT Training Specialist training content as appropriate to execution through incident handling.
• Support the MICROSOFT service delivery team by providing feedback regarding observations through quality monitoring of agents.
• Remain current regarding MICROSOFT process by participating in all service delivery training.
Qualifications:
• Bachelor's degree preferred with 1 - 3 years related experience.
• Six sigma knowledge is highly preferred.
• Technical experience is preferred, demonstrated by knowledge of microcomputers, and a basic knowledge of Microsoft applications, languages, .NET servers and/or operating systems.
• Intermediate written and verbal communication skills required, demonstrated through performance management, presentation, project documentation, and coaching experience. In addition, ability to deliver critical and difficult messages to management is required.
• Strong focus toward customer service and accuracy required.
• Ability to manage aggressive goals and organizational projects is recommended, demonstrated through previous experience.
• Willingness to travel 1-2 times per year if necessary.
• Cantonese capability is preferred.